Dalet Support Hub: Submitting and following up Requests
First time after your account has been created
Dalet will send a mail to you.
Within 30 days, click the Activate Account button, within 30 day. You will be referred to Dalet's Okta page. There, define a password and a recovery question for the login email.
Once all is done, the Dalet main page will show your designated apps. For support tickets, click Support Hub.
Accessing Dalet Support Hub
Access the Dalet Support Hub site. If you cannot remember your password, consult Dalet Support Hub: Password Reset.
Depening on agreements with Dalet, you may see various apps.
The one needed for interacting with support, is the Support Hub app.
Submitting a Request
Click the Support Hub app tile, and once logged in, click the Submit a request icon.
You can also go through your user name menu.
Select the ticket type: "incident" (for exmple bugs), "question" (for example configurations), or "task" (for example scheduling an upgrade)
Fill in the fields. Note that if you change the ticket type, the page will go back to the previous ticket type selection page.
You can attach as many files as you seem fit. Click the Attach file field and select the files from the file browser window. Click Upload to finish.
Finally click the Submit icon.
Request and Follow-Up Email Notifications
You will get an on-screen acknowledgement and an email notification. Both notifications will contain an request ID, e.g #6479. This ID will always be part of any communication.
The course of action, in terms of proocessing the request on parts of Dalet, will depend on the type and urgeny level that you have indicated.
Request are initiated exclusively via the website, not via email.
You can reply to an incomig email notification, put people in CC. As a rule. make sure to have the request ID included.
Depending on the further interaction, you will receive further notifications in your email.
At any time, you can consult and communicate via your Support Hub web page with Dalet, as outlined below.
Checking Ticket Status on Support Hub
Under your user name, select "Requests" from the menu.
A window will list requests and their respective statuses.
Your own Requests
In the My requests tab, all requests that you have opened and their status are listed.
Clicking on a resquests title will give you further details and allows you, in the coversation field, to communicate on that ticket, even if it marked as solved. More on that in the section: Responding to Notifications.
Requests with you in CC
In addition to your personal requests, and those of your organization, you can also see those where you are in CC.
Requests of your Organization
In addition to your personal requests, and those you are CCed in, you can also see those of your company or where you are in CC.
in either tab you can search for any term or per status, but in the organization tab, you can select different oragnizations (such as departments you may belong to) to fine tune the display/search.
Following Requests of Organizations
You can follow current and future developments pertaining to your organization when you choose to activate the follow feature.
You fill in the filter combination (for example a specific organization or request status) and click the Follow button.
This will send you email notifications accordingly.
Responding to Notifications and Requests
Via Email
In order to respond to an email notification, for example to dispute the closure of a request, so as to re-open it, reply to the notification.
Via Dalet Support Hub
Alternatively, go to the requests page, click the request headline and at the bottom the Add to conversation field.
Type in your comments and if necessary, attach files.
You will also receive an email notification after clicking submit.
Comments
2 comments
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Hi Benny,
Could you please add a quick section on the following topics:
- how to CC an external email address to those notifications
- how to see all the tickets from your org
- how to get notified on all updates from all tickets for your orgThanks much, nice article!
Remi
3 -
Hi Benny,
confirmed good article,about the previous request of Rémi Marchand,
any update about: "- how to CC an external email address to those notifications"0
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